Digitalisasi Layanan dan Kualitas Sistem Informasi terhadap Kualitas Layanan Sertifikasi melalui Kepuasan Pengguna pada BNSP

Febie Dwikha Permatasari; Wachyu Hari Haji

doi:10.61132/lokawati.v4i5.2735

Authors

Febie Dwikha Permatasari Universitas Trilogi
Wachyu Hari Haji Universitas Trilogi

DOI:

https://doi.org/10.61132/lokawati.v4i5.2735

Keywords:

Digital Service, Information System Quality, Service Quality, User Satisfaction, Work Competency Certification

Abstract

The increasing demand for work competency certification has strengthened the need for reliable, accessible, and user-oriented digital public services. However, the expansion of digital services does not necessarily lead to improved service quality when users continue to experience problems related to system reliability, information clarity, and service processes. This study examines the effects of digital service and information system quality on work competency certification service quality, with user satisfaction as a mediating variable. An explanatory quantitative approach with a cross-sectional survey design was employed among managers of licensed first-party vocational school professional certification institutions in West Java. The data were analyzed using Partial Least Squares Structural Equation Modeling with SmartPLS. The findings show that digital service does not directly have a significant effect on service quality, whereas information system quality has a positive and significant effect. Digital service and information system quality both increase user satisfaction, while user satisfaction has a positive and significant effect on service quality. User satisfaction fully mediates the relationship between digital service and service quality and partially mediates the relationship between information system quality and service quality. These findings highlight the central role of user satisfaction in translating digital service experiences into perceived service quality and emphasize system reliability, information accuracy, accessibility, and user experience as key priorities for improving BNSP certification services.

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